Why is customer service no able to resolve problems in a timely fashion, CM1200 & MR60

Though the "experts" are nice, why are they not empowered to solve problems?

I "purchased" the gearhead program... forced is more realistic.

Wasted 9 hours on what should have been a couple hours. 

They did replace my MK63, in two lots over a week and a half. Feb 12-22.

other than one expert, never got the call backs when the call dropped. 

The promised call back from a supervisore on the 12th was going to be 3-4 hours, NEVER called back, then on the monday, in an hour, NEVER called, then on the Wednesday NEVER called. 

13 days later, some poor supervisor got stuck calling me back to appologize they hadn't called. 

this is worse than Comcast was a few years ago.

Today, March 1st, exactly the same issue, except since I needed to work, i did the workaround, now they won't solve the real issue, either the router they sent is defective or the modem is... go figure, Experts not empowered.